Escalation Engineer

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Mongo

DB’s mission is to empower innovators to create, transform, and disrupt industries by unleashing the power of software and data. We enable organizations of all sizes to easily build, scale, and run modern applications by helping them modernize legacy workloads, embrace innovation, and unleash AI. Our industry‑leading developer data platform, Mongo

DB Atlas, is the only globally distributed, multi‑cloud database available in more than 115 regions across AWS, Google Cloud, and Microsoft Azure. Atlas allows customers to build and run applications anywhere—on premises, or across cloud providers. Mongo

DB attracts leaders such as Samsung and Toyota, who rely on Mongo

DB for next‑generation AI‑powered applications.

Mongo

DB Technical Services’ Escalation Engineers are at the forefront of problem solving with key customers on our most visible and escalated issues. They combine deep product knowledge and expertise across multiple domains, polished technical communications, and exceptional account leadership to rapidly develop customer confidence and positive outcomes. Our engineers bring their Mongo

DB expertise with passion, initiative, collaboration, and humor to achieve exceptional results for our customers.

This role can be based out of our Toronto office or remotely in Canada. It follows a weekend support model (Wednesday–Sunday, Saturday–Wednesday, or Friday–Tuesday) and requires adherence to East Coast Hours (9 am–5 pm EST). If you’re passionate about being an Escalation Engineer working with our largest enterprise customers and are open to flexible, weekend‑oriented scheduling, we encourage you to apply.

As an Escalation Engineer you’ll work alongside our largest customers, solving complex issues—resolving questions on architecture, performance, recovery, security, and everything in between. You’ll be an expert resource on the best way to run Mongo

DB at scale, whatever that scale may be. As an advocate for customers’ needs, you will collaborate with product management and development teams on their behalf. You’ll contribute to internal projects, including software development of support tools for performance, benchmarking, and diagnostics, mentor and ramp new team members, and own initiatives to build knowledge of new product lines in the Mongo

DB ecosystem.

You should have 7+ years of relevant experience. We consider all candidates, with an eye for those who are self‑taught, insatiably curious, and multi‑faceted.

• Strong team partnerships: understanding of when and how to seek help from teammates, skill in synthesizing conflicting perspectives, and ability to lead collaborative efforts
• Work across multi‑functional teams to resolve extremely impactful customer issues
• Deep and nuanced experience working with customers in escalated situations
• Great communication and account leadership skills with a solid organizational understanding of customers
• Enjoy getting deeply involved in tricky cases and driving them to resolution
• Ability to quickly understand and communicate about customer workloads, use cases, and resiliency criteria (performance, availability, scalability)
• Comfortable reading unfamiliar code; coding/scripting proficiency in one or more languages (Java, Python, Ruby, C, C++, C#, Java script, node.js, Go, etc.)
• Strong systems engineering and troubleshooting experience (Linux performance, memory management, I/O tuning, configuration, security, networking, virtualization, clustering)
• Storage engineering experience (SAN, NAS, SSD, multi‑pathing, caching, tuning)
• Experience building, maintaining, tuning, and troubleshooting sophisticated mission‑critical production database systems
• Experience analyzing and pursuing issues holistically, from client/application tiers through the database and storage layers
• Genuine desire to help people and to increase their confidence and goodwill
• Calm, authoritative technical leadership to solve problems in real time

• Experience managing large‑scale databases (e.g., RDBMS, No
  
  SQL)
• Experience with authentication systems such as LDAP, Kerberos, AD
• Experience using or managing…